2Set the Foundation: Communicating Core Identity and Culture
The loftier the building,the deeper must the foundation be laid.
THOMAS KEMPIS
As you study a legendary company such as Ritz-Carlton, it becomes clear that being an industry leader and a standard-bearer for customer service did not happen by default or come without risk. In fact, the early founders of the company established a lasting legacy by developing a distinct set of guiding concepts, which they called “Gold Standards.” These standards continue to serve as the basis for the ongoing and international success of Ritz-Carlton. As President Simon Cooper notes, “You can’t put the veneer of quality on a business that lacks a sound foundation. The Gold Standards, and the disciplined ...
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